No, This is Not the Age of the Customer
Strikedeck
JUNE 18, 2019
Andy shares the challenges in the Age of the Customer, and looks forward to how it will differ in the Age of the Consumer.
Sat.Jun 15, 2019 - Fri.Jun 21, 2019
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Humanizing the Customer Experience
IntouchInsight
JUNE 19, 2019
In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience.
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Customer Training: The Secret to Scale in Customer Success
CSM Practice
JUNE 19, 2019
The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey. However, as startups grow into larger companies with more customers, the white-glove service becomes unsustainable, posing the challenge of maintaining optimum customer experience while scaling the customer success team.
Creating a Questionnaire That Drives Responses
GetFeedback
JUNE 16, 2019
Staying competitive in business today requires meeting and exceeding customer expectations. To do that, you first need to know what their expectations are. One of the best ways to find out exactly what your customers want is by collecting customer feedback through questionnaires. . By sending questionnaires to your customers, you can gather insights that will help you improve their experiences and move your business forward.
2024 State of Customer Education Report
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
My History Of Enterprise Transformation And XM
Experience Matters
JUNE 18, 2019
I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM. For some recent speeches I’ve combined my personal introduction with a broader overview of the evolution of enterprise transformation. After several requests, I’ve captured the content in this short (5 minute) video.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success
Kristina Evey
JUNE 20, 2019
Shaun Belding is a leading global expert and speaker on customer experience, leadership and building positive workplaces. He is the … Read More Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success. The post Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success appeared first on Kristina Evey.
Leveraging the Innovation Process to Improve the Customer Experience
InMoment XI
JUNE 20, 2019
The term “innovation” conjures up a multitude of visions. Most people associate innovation with emerging technologies such as artificial intelligence (AI) and 3D printing. Or they think of venture funded startup firms working on hot new products, such as Grail, which seeks to develop blood tests for early detection of cancers. But rarely is innovation.
The Real Key to Customer Loyalty
IntouchInsight
JUNE 20, 2019
CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand.
The Evolution of Customer Advocacy at VMware, Inc.
Alida
JUNE 21, 2019
Introducing the voice of the customer into every facet of VMware’s business is one of the most profound and exciting opportunities of my career. My team’s mission is to ignite systemic business improvements across VMware to maximize the customer (and partner, and employee) experience. In Customer Advocacy, we live by a “listen + act” philosophy: we deeply value customer input, we are always listening, and we drive real change based on what our customers tell us.
Less Stress, More Success: Accounting Best Practices & Processes for 2025
Speaker: Amanda Adams, Fractional CFO, CPA
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.
Give Trust to Get Trust: Let Two-Way Trust Define Your Actions
Customer Bliss
JUNE 18, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Customer Experience Trends by MaritzCX CEO Mike Sinoway
InMoment XI
JUNE 17, 2019
Introducing the first CX Café customer and employee experience podcast: CEO of MaritzCX, Mike Sinoway, talks about emerging trends and technologies being seen in the customer experience industry. Hear how businesses can enhance customer experiences (CX) and employee experiences (EX), and what questions you should ask when starting a CX program to improve loyalty and retention.
Best Practices to Prove the Business Value of Your Customer Experience
GetFeedback
JUNE 17, 2019
Watch this webinar to learn the latest results from CustomerThink's research into the most effective ways to prove the ROI of Customer Experience.
Is Your Business Overestimating Your CX Success? If So, You’re Not Alone
NICE inContact
JUNE 19, 2019
In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. Being customer-centric means meeting customers how and where they want to be met. But are all channels equally effective at delivering a high-quality experience? And do companies understand consumer perceptions about their actual experiences?
Frost Radar: Voice of Customer Analytics, 2024
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Is Your Own Management Stalling Your Customer Experience Transformation?
CX Journey
JUNE 17, 2019
Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here. In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?
Episode 53 – Customer Value Beyond the Dollar Value
Kristina Evey
JUNE 20, 2019
?The value of every customer extends far beyond their monetary lifetime value. This episode shares how customers bring value to … Read More Episode 53 – Customer Value Beyond the Dollar Value. The post Episode 53 – Customer Value Beyond the Dollar Value appeared first on Kristina Evey.
5 Simple Steps to a Successful Voice of the Customer (VoC) Program
GetFeedback
JUNE 17, 2019
Watch this recorded webinar to learn 5 simple steps for setting up a successful voice of the customer program that drives real business value.
CXone Is Right on the Money for Check Into Cash Collections Team
NICE inContact
JUNE 21, 2019
Check Into Cash had both good news and bad news. The good news: The company’s main contact center had been successfully using CXone for five years. The bad news: The Check Into Cash retail collections team — 50 agents who collect past-due payments — were still using a legacy Genesys PBX dialer that had serious shortcomings, including no visibility into performance metrics and limited customization.
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Agile Working for Analytics Teams Needs a Cu?lture Change
CX Journey
JUNE 20, 2019
Image courtesy of Pixabay Today I'm pleased to share a guest post by Paul Laughlin, Chief Blogger at CustomerInsightLeader.com. This post originally appeared on Paul's site on February 21, 2019. The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more flexible and pacey way of working.
Episode 54 – Which Comes First – the CX or the EX?
Kristina Evey
JUNE 20, 2019
Shownotes… Which comes first – the CX or the EX? CX is all about focusing on the Customer and the … Read More Episode 54 – Which Comes First – the CX or the EX? The post Episode 54 – Which Comes First – the CX or the EX? appeared first on Kristina Evey.
Creating a Questionnaire That Drives Responses
GetFeedback
JUNE 16, 2019
Staying competitive in business today requires meeting and exceeding customer expectations. To do that, you first need to know what.
With CXone, Fossil Group Unifies Contact Centers, Raises Performance
NICE inContact
JUNE 19, 2019
Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. Three third-party call centers take calls during off hours and busy holiday seasons.
HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Building Culture and Customer and Employee Experience at The YMCA
Customer Bliss
JUNE 20, 2019
In this episode, I chat with Bob Thomas , the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit. Many of you may be familiar with The YMCA (the Y), either from your own experiences at the center or because of the iconic song that many of us have danced to at parties.
Episode 55 – An Opposite Silo Perspective to Enhance CX
Kristina Evey
JUNE 20, 2019
Shownotes… An Opposite Silo Perspective to Enhance CX This short episode explains how looking at CX challenges from the perspective … Read More Episode 55 – An Opposite Silo Perspective to Enhance CX. The post Episode 55 – An Opposite Silo Perspective to Enhance CX appeared first on Kristina Evey.
Superagent – The Hero of Innovation Liberates the Insurance Claim Life Cycle
TechSee
JUNE 18, 2019
The insurance industry is at the forefront of the digital revolution. Mounting competition from non-traditional players cannibalizing market share with innovative business models has forced P&C insurers to integrate digital technologies into their operations to keep pace. In addition, insurers recognize that customer satisfaction stretches far beyond the purchase of a policy.
Omnichannel Customer Experience = Omnipresent + Omniscient Agents
NICE inContact
JUNE 18, 2019
Digital is the new norm, and it’s disrupting the way customers communicate with brands. With the proliferation of newer digital devices and channels, customers prefer to reach brands through digital channels rather than voice channels. But companies deploying and promoting digital customer service channels, like chat or SMS, are not seeing the results with NPS, containment, and agent efficiency.
eCommerce in 2025: How Customer Experience Drives Online Retail Success
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Drive Revenue with a Voice of the Customer Program, Featuring Forrester Research (On-Demand)
GetFeedback
JUNE 17, 2019
Learn how you can build a simple and effective VoC program that impacts your bottom line.
The Real Key to Customer Loyalty
IntouchInsight
JUNE 20, 2019
CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand.
The Value — and Values — of Customer Experience
Experience Investigators by 360Connext
JUNE 18, 2019
Customer Experience is About Value and Values. Customer experience is not the new battleground anymore. It’s THE battleground. And it all centers around the word value. How can we provide value in what we offer to customers? How can we define and promote our values in our customer experience, so customers can align their values with ours? Finally, how can we make our customers feel valued and important?
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